
Set on landscaped grounds, this opulent luxury hotel is 14 minutes' walk from Jemaa el-Fnaa, a lively square in Marrakesh's Medina (old city), and 5 km from Marrakesh Menara Airport.
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GoogleDear Mrs Chraibi,
We are sorry to read that your experience at the SESAMO restaurant has not lived up to your expectations.
We regret that the quality and content of our Italian dishes didn’t suit your taste and we are taking onto consideration your comments in order to improve our offer.
Next time, do not hesitate to let us know your suggestions for improvement directly on site, we welcome your feedback.
We can’t fix the past, but you have our commitment to continually improve the experiences offered at Royal Mansour and the way our staff serves every customer, without being intrusive. We sincerely hope to have the chance to welcoming you again to prove you that this bad experience was just an isolated incident and make you live the magic of Royal Mansour Marrakech.
Jean-Claude Messant
Managing Director
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GoogleDear Mr Phillips,
I was disappointed to read your comment and therefore I would like to follow up with you regarding this misperception.
We were in contact with a Centurion Agent since the 1st of November to arrange your pick up from the Amanjena at 2pm for Saturday 6th of November, and she also gave us your flight details back to Madrid on the 11th of November to arrange the transfer to the Airport.
On the 2nd of November, Amex asked us for a larger vehicle, as per the request of Ms Elam, and a Van Mercedes Class V was arranged and confirmed to the Centurion Agent, our confirmation email was acknowledged on the 3rd of November in the morning. In the afternoon, the Centurion Agent informed the concierge that Ms Elam was not able to make it and ask us to cancel the reservation.
At the same moment, our reservation team was sending a pre-arrival email to Amex, as we did not have the email of Ms Elam on the confirmation, and we were not informed that you were joining her also.
As for the lunch, I am surprised to read the below as I can assure you that our team from the entrance to the restaurants is always very welcoming. We do have an excellent reputation, as you are already aware since you previously stayed with us; however, I am disappointed to feel your frustration about the Royal Mansour.
I would love to change your mind about us, so if you would like to come, please contact me directly.
Kind regards,
Jean-Claude Messant
Managing Director
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GoogleDear Sir,
We are so disappointed that you didn’t appreciate the decor of Royal Mansour Marrakech, especially that the hotel has been prized by many international awards for its architecture, decoration and craftsmanship.
Royal Mansour is a Palace that aims to pay homage to Moroccan architecture and crafts, it’s the country’s landmark and no less than 1.400 craftsmen worked on this project during 4 years to create this masterpiece. This is a handmade hotel, far from the superficial and soulless hotels in Vegas or Disney.
Nevertheless, we are aware that we cannot please to everybody, but we are glad that you valued the quality of service and the sense of hospitality of the employees.
Best regards
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GoogleDear Mr Willenbrock,
Thank you for taking the time to share your experience with Google My Business users.
We were very surprised to read your comments regarding security check at the main gate. Indeed, since the beginning of this pandemic, the safety, health and well-being of our customers, visitors and employees are our priorities, and are even more so today!
We have implemented all precautionary and sanitary measures recommended by the Moroccan government: the temperature check at the entrance, face masks and hand sanitizer are displayed everywhere in the hotel. Moreover, all our employees are tested for COVID-19 on regular basis.
We are recognized as the best hotel to respect all the measures mentioned above and even more.
You also mentioned the lack of attention at the reception and we regret that our welcoming service on that day was not up to your expectations. We make a point to continually improve the quality of our service to satisfy our guests.
As for the decoration, we are conscious that we cannot please everyone’s taste. However, our artistic director spends long months on creating festive theme and picking the best items quality making the Royal Mansour Marrakech an iconic address for Christmas decorations. In fact, our lobby is the most Instragramable place during the holiday season.
We do hope that we will have the pleasure to welcome you again and make you live a more enjoyable experience.
Best regards,
Jean-Claude Messant
Managing Director
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GoogleDear Christian,
Thank you for your visit and for taking the time to review your experience. We are truly sorry to hear that your experience at Royal Mansour Marrakech didn’t fully meet your expectations, especially after you sent an email explaining your disappointment, one of our Director came to you in order to arrange the situation.
Following this, we thought that the misunderstanding was solved and you enjoy being there. Nevertheless, we took note of your feedback and we'll make sure that this kind of unpleasantness never happen again. We are also happy that you still enjoyed the rest of your day by the pool and would be more than pleased to host you again in order to offer you a much better experience.
All the best,
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GoogleDear Maria Christina
Thank you for taking the time to share your latest experience at Royal Mansour Marrakech with Google My Business users.
We are sorry to read that your afternoon tea experience has not lived up to your expectations.
We regret that the quality and content of our afternoon tea didn’t suit your taste and we are taking onto consideration your comments in order to improve our offer.
You also mentioned that you did not felt welcomed by our staff whereas we make sure to pay the same attention to non-residents guests when they visit one of our restaurants, bars or spa.
We sincerely hope to have the chance to welcome you again to prove you that this bad experience was just an isolated incident and make you live the magic of Royal Mansour Marrakech.
Best regards
Royal Mansour Marrakech team
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GoogleDear Valued Guest,
Thank you very much for taking the time to post a comment about your experience at Royal Mansour Marrakech.
We are pleased to know that you enjoyed our hotel as well as the service provided. Our priority is to continually perfect our services for the greatest comfort of our guests.
You mentioned that the interior design of our riads is not very convenient. The architecture of a traditional riad follows the principal of having living areas around the courtyard in the different floors with small windows or openings, to preserve families' privacy but also to protect them from the hot weather in Morocco. In Royal Mansour, we offer to our guests a unique and authentic experience to discover the Moroccan way of living.
We look forward to seeing you again in our establishment.
Warmest greetings,
Jean-Claude MESSANT,
Managing Director
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GoogleThank you Max, we hope to welcome you again!
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GoogleThank you
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GoogleThank you Ivan.
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GoogleThank you for your kind compliments!
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GoogleThank you for your kind review, Salah.
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Google(Translated by Google) Dear Madam,
We are sorry that the telephone reception by our operators did not meet your expectations.
Our “Sunday Brunch” offer has no longer been offered at the Royal Mansour Marrakech for health reasons since the start of the pandemic.
This offer no longer appears on our website, but you may nevertheless land on a page referring to it when you search on Google.
We invite you to visit our “restaurants & bars” page where you will discover our selection of gourmet experiences: https://www.royalmansour.com/restauration/
We hope to have the pleasure of welcoming you to one of our restaurants soon.
Jean-Claude Messant
General director
(Original)
Chère Madame,
Nous sommes navrés que l’accueil téléphonique par nos opératrices n’ait pas été à la hauteur de vos attentes.
Notre offre « Brunch du dimanche » n’est en effet plus proposée au sein du Royal Mansour Marrakech pour des raisons sanitaires depuis le début de la pandémie.
Cette offre ne figure plus sur notre site web mais vous pouvez néanmoins atterrir sur une page y faisant référence lors de vos recherches sur Google.
Nous vous invitons à visiter notre page « restaurants & bars » où vous découvrirez notre sélection d’expériences gourmandes : https://www.royalmansour.com/restauration/
Nous espérons avoir le plaisir de vous recevoir dans l’un de nos restaurants prochainement.
Jean-Claude Messant
Directeur Général
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Google(Translated by Google) Dear Sir,
We are sorry to read that you did not have good memories of your dinner at La Grande Table Marocaine and that the quality of service was not up to par.
However, we are committed to serving our customers as well as possible and we put all our energy into meeting their expectations.
We regret that you had such a poor experience at our Signature restaurant.
This unfortunate event, due to a lack of coordination between the teams in the kitchen and the teams in the dining room, in no way excuses the inconvenience suffered during this family meal.
We sincerely hope to have the pleasure of welcoming you again to make up for this unfortunate incident.
Jean-Claude Messant
Managing Director
(Original)
Cher Monsieur,
Nous sommes navrés de lire que vous n’avez pas gardé un bon souvenir de votre dîner à La Grande Table Marocaine et que la qualité de service n’ait pas été à la hauteur.
Nous avons pourtant à cœur de servir au mieux nos clients et nous mettons toute notre énergie pour combler leurs attentes.
Nous déplorons que vous ayez vécu une si piètre expérience dans notre restaurant Signature.
Cet évènement malheureux, dû à un manque de coordination entre les équipes en cuisine et les équipes en salle, n’excuse en rien le désagrément subi lors de ce repas familial.
Nous espérons sincèrement avoir le plaisir de vous recevoir à nouveau pour rattraper ce malencontreux incident.
Jean-Claude Messant
Managing Director
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Google(Translated by Google) Dear Sir,
I was surprised to learn of your complaint. We are sorry that you were unable to reach one of our hostesses to assist you in making your reservation.
The procedures in place provide for the recovery of your contact details in the event of congestion on our lines.
We're sorry you had such a disappointing experience.
In the future, do not hesitate to contact our teams at restauration@royalmansour.ma, they will answer you within the hour with a written confirmation.
We hope to have the pleasure of welcoming you soon in one of our restaurants.
Jean-Claude Messant
Managing Director
(Original)
Cher Monsieur,
C’est avec surprise que j’ai pris connaissance de votre plainte. Nous sommes navrés que vous n’ayez pas pu joindre une de nos hôtesses pour vous assister dans la prise de votre réservation.
Les procédures en place prévoient la récupération de vos coordonnées en cas d’encombrement de nos lignes.
Nous sommes désolés que vous ayez vécu une expérience aussi décevante.
A l’avenir, n’hésitez pas à contacter nos équipes à restauration@royalmansour.ma, elles vous répondront dans l’heure avec une confirmation écrite.
Nous espérons avoir le plaisir de vous accueillir prochainement dans l’un de nos restaurants.
Jean-Claude Messant
Managing Director
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Google(Translated by Google) Dear Mrs Gasser,
We are sincerely sorry that your lunch in our restaurant Le Jardin did not meet your expectations. We are committed to providing all our guests with impeccable service and quality, whether at this table or in our other restaurants. We are also aware that our House cannot meet your expectations. Nevertheless, we would be happy to organize a visit to our riads for you to discover our facilities and our philosophy of life specific to the Royal Mansour.
We remain at your disposal and hope to see you again in one of our restaurants and convince you that we have a real commitment to our promises.
Very respectfully.
(Original)
Chère Madame Gasser,
Nous sommes sincèrement désolés que votre déjeuner dans notre restaurant Le Jardin n’ait pas atteint vos espérances. Nous sommes soucieux d’offrir à tous nos hôtes un service et une qualité irréprochables que ce soit à cette table ou dans nos autres restaurants. Nous sommes conscients également que notre Maison ne puisse correspondre à vos attentes. Néanmoins, nous serions heureux de vous organiser une visite de nos riads pour vous faire découvrir nos installations et notre philosophie de vie propre au Royal Mansour.
Nous restons à votre écoute et espérons vous revoir dans l’un de nos restaurants et vous convaincre que nous avons un réel engagement sur nos promesses.
Bien respectueusement.
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Google(Translated by Google) Dear Madam,
Thank you for your trust and for your comment. We are delighted to learn that you have been fully satisfied with the service of the Royal Mansour Marrakech. We are sorry, however, that the food did not live up to your expectations. The Grande Table Marocaine is however one of the best tables in the city and in the Kingdom, we nevertheless take note of your various comments which allow us to constantly improve the quality of our service and our products to always satisfy our customers. We hope to have the pleasure of welcoming you again to one of our restaurants.
Regards,
(Original)
Chère Madame,
Merci pour votre confiance et pour votre commentaire. Nous sommes ravis d’apprendre que vous avez été pleinement satisfaite par le service du Royal Mansour Marrakech. Nous sommes en revanche navrés que la nourriture n’aie pas été à la hauteur de vos attentes. La Grande Table Marocaine est pourtant l’une des meilleures Table de la ville et du Royaume, nous prenons néanmoins note de vos différentes remarques qui nous permettent de sans cesse améliorer la qualité de notre service et de nos produits pour toujours satisfaire notre clientèle. Nous espérons avoir le plaisir de vous accueillir à nouveau dans l’un de nos restaurants.
Cordialement,
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Google(Translated by Google) Dear Mr. Andreau,
Thank you very much for sharing your recent experience at Royal Mansour Marrakech, on Google.
We are happy to read that you enjoyed your Sunday lunch at La Table restaurant.
Hoping to see you again soon at Royal Mansour Marrakech.
Best regards.
Jean-Claude MESSANT,
General manager
(Original)
Cher Monsieur Andreau,
Merci infiniment d’avoir partagé votre récente expérience au Royal Mansour Marrakech, sur Google.
Nous sommes heureux de lire que vous avez apprécié votre déjeuner du dimanche au restaurant La Table.
En espérant vous revoir très prochainement au Royal Mansour Marrakech.
Meilleures salutations.
Jean-Claude MESSANT,
Directeur Général
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Google(Translated by Google) Dear Sir,
Thank you for taking the time to share this comment.
The Royal Mansour being very sensitive to the animal cause (from the ant to the dinosaur), we graciously hosted a small family of rats during the work of a neighboring yard. The work is now complete, this family has returned to other horizons despite their stay was, according to them, most memorable.
More seriously, we would like to point out to our guests that even the centuries-old ramparts surrounding our hotel can unfortunately not prevent these unusual intrusions. Know that all arrangements have been made, and this for a long time, to avoid this type of inconvenience.
We hope to have the pleasure of welcoming you back to the Royal Mansour Marrakech.
Best regards,
Jean-Claude MESSANT
General manager
(Original)
Cher Monsieur,
Nous vous remercions d’avoir pris le temps de partager ce commentaire.
Le Royal Mansour étant très sensible à la cause animale (de la fourmi au dinosaure), nous avons gracieusement hébergé une petite famille de rats pendant les travaux d’un chantier voisin. Les travaux désormais terminés, cette famille est repartie vers d’autres horizons malgré que leur séjour fût, d’après eux, des plus mémorables.
Plus sérieusement, nous tenons à signaler à nos hôtes que même les remparts centenaires qui entourent notre hôtel ne peuvent malheureusement empêcher ces intrusions insolites. Sachez que toutes les dispositions ont été prises, et ce depuis longtemps, afin d’éviter ce type de désagrément.
Nous espérons avoir le plaisir de vous accueillir de nouveau au Royal Mansour Marrakech.
Bien cordialement,
Jean-Claude MESSANT
Directeur Général
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Set on landscaped grounds, this opulent luxury hotel is 14 minutes' walk from Jemaa el-Fnaa, a lively square in Marrakesh's Medina (old city), and 5 km from Marrakesh Menara Airport. …
Lavish 3-story traditional houses feature courtyard patios, living rooms, and rooftop terraces with plunge pools and fireplaces. All have flat-screen TVs, free Wi-Fi and minibars. Upgraded houses add kitchens with personal butlers, steam rooms and hammams.
There are 2 fine dining restaurants, plus a Mediterranean eatery with a terrace. There's a chic bar, a sleek piano bar and a cigar bar. Other amenities include indoor and outdoor pools, a spa and a kids' club.